July 17, 2012 00:00 AM

Clarabridge, Inc., the leading provider of sentiment and text analytics for Customer Experience Management (CEM), today announced its industry-leading technology is now available as part of the new Salesforce Radian6 Insights ecosystem. Clarabridge Link will bring the ability for organizations to quickly understand and make sense of text-based feedback, helping social enterprises uncover actionable business intelligence about social conversations, all within one unified platform.

Salesforce Radian6 Insights technologies reshapes the social media monitoring landscape by combining Salesforce Radian6 with leading partners to bring new understanding to social media. The integrated offering allows customers to have a deeper understanding of the who, what, where, and why behind social media conversations. The addition of Clarabridge allows organizations to intelligently gather, transform, and analyze text-based feedback in the fastest possible time.

“Unstructured data continues to hamper an organization’s ability to see the customer engagement big picture,” said Sid Banerjee, CEO, Clarabridge. “The vital role sentiment and text analytics plays in daily operations by drawing synergies between social media and customer sentiment is rarely capitalized on for business intelligence. This partnership marks a shift in how enterprises drill down into their data mining practices to address issues at the microscopic level while establishing a united ecosystem of their numerous information channels.

“Social enterprises recognize that social media provides real-time opportunities to delight customers and prospects in new ways. Having Clarabridge join the Salesforce Radian6 Insights ecosystem will help companies find true insight into social media conversations,” said Rob Begg, vice president of marketing, Salesforce Radian6.

The Power of Salesforce Radian6 Insights

Traditional methods of sifting through customer insight such as surveys, review sites and social media have spurred the demand for a sophisticated CEM process. Traditional approaches to processing text-intensive social content typically require manual reading and interpreting of the text – which can be time consuming, manpower-intensive, and lacking in analytical rigor.  By integrating Clarabridge into the Radian6 Insights platform, users can now more precisely measure, track, and statistically correlate social insights to customer needs and actions, and better understand the impacts of social engagement on business outcomes. Radian6 Insights, together with Clarabridge’s sentiment and text analytics capabilities, fosters collaborative techniques across the organization, providing transparency and accountability to address customerconcerns. Companies seeking to merge all output channels and create a comprehensive customer identity will have the power and support of Radian6 Insights to improve reputational and operational posture.

Product Key Features

Key features of the combined solution include:

  • 11-point sentiment scale provides one of the most robust and accurate analysis of sentiment contained in text
  • Full natural language processing (NLP) that delivers multiple languages including English, Dutch, Italian, Spanish, French, Portuguese, German, Russian, and Chinese
  • Root cause analysis enables companies to understand what’s driving volume and sentiment with just a few clicks



Available immediately. Joint Clarabridge and Salesforce Radian6 customers also have the option of upgrading to Clarabridge Enterprise in order to gain access to the full range of features and functionality of the Clarabridge suite.

About Clarabridge

Clarabridge is the leading provider of sentiment and text analytics software for Customer Experience Management. Clarabridge enables Global 1000 enterprises to achieve a universal understanding of their customers by automatically collecting, classifying, scoring sentiment and analyzing qualitative data found in voice of the customer feedback channels. Insightsextracted result in improved marketing, product/service offerings, operations and customer service across an organization. Clarabridge customers include B/E Aerospace, Charming Shoppes, Inc., Choice Hotels, Dell, E.ON, Expedia, Fidelity, Gaylord Hotels, Intuit, J.D. Power, L’Oréal, Marriott International, PetSmart, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens and Wendy’s International. Clarabridge is privately held with offices in Reston, Va. and London, U.K. For more information, visit or on Twitter: @clarabridge.

About Salesforce Radian6

Salesforce Radian6 was created with the idea that companies need to monitor the social web in order to effectively join conversations with customers and prospects. Salesforce Radian6 captures hundreds of millions of conversations every day across Facebook, Twitter, YouTube, LinkedIn, blogs and online communities, and provides actionable insights in real-time. More than 2,500 companies, including leading global brands like AAA, Activision, GE, GEICO, GNC, PepsiCo, Pizza Hut, Southwest Airlines, UPS and more than half of the FORTUNE 100, now use Salesforce Radian6. Find out more at


Serina Aswani
Clarabridge, Inc.

Megan Coyle
Articulate Communications Inc.
212.255.0080, ext. 14